Merchant & Consumer Success Manager (Hands-on)

3 days ago


Singapore Send Full time

Merchant & Consumer Success Manager (Hands-on)Key responsibilities: Lead, coach, and schedule a small support team; personally handle high‐impact/escalated cases. Build and maintain SOPs, macros, QA rubrics, and the knowledge base; run weekly coaching and calibrations. Call / chat flow & SLA design Design end‐to‐end call/chat/email workflows (IVR menus, triage rules, escalation paths, callback logic). Define and enforce SLAs/OLAs by channel & case type (first response, resolution, update cadence); publish scorecards. Configure helpdesk/telephony (queues, skills, routing, after‐call wrap) and basic (forecasting, staffing, breaks). Provide multi‐channel support (in‐app chat, social, email, phone) with a first‐contact‐resolution target. Resolve order issues (status, delays, missing/wrong items, promo/



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